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Field Service

Field Service operations are critical to a company’s service strategy, and in many industries provide the first or only contact a company has with its customers. As field service operations expand their offerings and individual representatives are being asked to independently drive revenue while being as efficient as possible, accurate and timely performance data is essential. Using this data in a performance management process can meaningfully help meet customer satisfaction goals, retain the best employees and ensure alignment of individual objectives with strategic company goals.

Without performance management in place, many field service organizations do not have the tools and data they need to hit operational goals. More specifically, field service operations are challenged by:

  • Inconsistent performance across a diverse set of technicians and supervisors
  • Untimely and incomplete performance tracking due to variable data collection methods and long data latency issues
  • Inconsistent communication across a dispersed and mobile workforce
  • Inaccurate employee peer comparisons across environments and diverse work streams
  • High employee-to-supervisor ratios, challenging supervisor productivity and effectiveness

By automatically and continuously providing individual performance data to everyone in the operation - from front line technicians to executive management – Merced Systems’ Sales Performance Management and Service Performance Management solutions help field service operations better manage and improve the performance of complex, geographically dispersed workforces.
 

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Optimizing Field Service Operations with Performance Management
Customer ROI

Feature

  • Analytical applications with pre-built data models, advanced ad-hoc analysis and data modeling
  • Front-line Performance Management to analyze relative performance of every service rep or front line technician.
  • Personalized dashboards and workflows delivered to every employee in the operation
  • Advanced coaching and employee development workflows
 Sales Performance Management

Sales Performance Management

Benefit

  • Rapid uncovering of customer trends, improvement opportunities and correction activities
  • Ability to deliver a more consistent customer experience by reducing employee performance variability
  • Improved customer satisfaction through increased employee engagement and motivation
  • Increased Supervisor effectiveness and efficiency


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